DFarran

Hi Keith, Thanks for the reply. We are using IE 11, it was working all ok on Friday but this morning we have started experiencing the issue. When was the TLS change made? Regards, Daniel.

Good Morning, We appear to be experiencing an issue where we cannot access Service Manager through Internet Explorer as we receive 'could not connect to server error code -1'. It works in Google Chrome but most of our users will be trying to access it via Internet Explorer. This appears to be affecting all portals (live, service, admin) however with the admin portal we get a different error: Client cannot connect to the instance miltonkeynescouncil We are unable to contact the administration instance. It is either down or it cannot be accessed due to networking issues. Please contact your system administrator. Can anyone offer assistance? Regards, Daniel.

Hi @James Ainsworth, It seems like for new users the import is now matching against the managers username but for any existing users its not updating them even though we have the import set to 'create and update'. Is there a way to resolve this? Maybe by clearing everyones manager so we can run the import to repopulate everyones manager with the username? Regards, Daniel.

Thanks @Deen, the first two issues have been resolved by the update. We think the third issue may have been pre existing and only happens when raising a call through live.hornbill but not when using service.hornbill. Any ideas why this would be happening? Regards, Daniel.

We appear to be experiencing a number of issues since performing the latest update for Service Manager, I can't see that any other users have reported these so not sure if it isolated to our setup. 1) The first issue is that our notifications appear to have stopped working for all analysts, whether its a call coming off hold or assigning a call to an analyst no notification or email is received despite the settings being turned on globally and for the specific analysts. 2) The second issue is when trying to look at a users profile from clicking on them in the request list it comes up with a blank profile page (https://live.hornbill.com/miltonkeynescouncil/profile/undefined/) 3) When raising a call where you can assign an asset within the progressive capture, you get to the end of the logging process with the screen that says 'the request has been raised with the following details:...' but at the bottom it says 'The following error(s) were encountered while logging the request :' but its blank. It doesn't then attach the asset to the call. Could someone take a look at these issues for us as the notifications issue is particularly causing a big impact for us. Regards, Daniel.

Hi @Victor, just wondering whether theres any feedback from the dev team on this? Having to have notifications turned off isn't ideal. Regards, Daniel.

Hi James, Thanks for the reply, I have followed your advice and although the manager shows under the user profile in administration it doesn't show under the user profile in live so I assume this could be the cause. We didn't have the search for manager id set so I tried turning it on and reran the import but unfortunately no luck. I think it is to do with the way we are importing users and the regex being used for the manager in the LDAP import, the handle for users is firstname surname (username) e.g. fred blogs (fb12345) however in some parts of the system (the 'manager' field under the about tab of a user in the admin screen for example) users show up as firstname surname (username) (username). I've just noticed that when I remove and re add the manager manually on the admin screen it is entering the manager as firstname surname (username) (username) but then on the user profile screen in live the manager appears as firstname surname (username). What format would LDAP be expecting the managers name to be and therefore what would the regex need to be? Thanks, Daniel.

We are pulling through managers via our LDAP import however managers don't seem to be able to see their staffs requests. We have tested removing a manager from a user and manually adding them back and this then allows the manager to see the staff members requests. However it isn't feasible to do this for all users and if managers change then LDAP would overwrite it anyway. Is there any known issues with using the LDAP import to import managers and them not being able to view staffs requests? Thanks in advance. Daniel.

Thanks @Victor, just as an update we got all the analysts in application support to turn off email notifications for 'assign to team' and the process doesn't error for new calls. So it appears to be an issue with calls that are being assigned from the 'awaiting authorisation' team to the 'application support' team and sending notifications to the application support team members. Other calls were working fine with the email notifications where a call was assigned straight to 'application support'. For now we'll have to keep notifications off but it would be great if a resolution could be found. Regards, Daniel.

Thanks @Victor, I have pmed you.

Hi Martijn, Thanks for the advice, I can see the stage its failing on but its just an assign to team stage so there's nothing special about it. The only thing different with this particular BPM is that its assigning the call from one team to another but I don't see why that would make a difference in terms of sending the notification email. Regards, Daniel.

Hello, Could anyone advise on what might be causing the below BPM error? It seems to be something to do with notifications? I have checked that the email templates being used exist with the correct names and we are getting notification emails for other requests but requests for this particular BPM stage are constantly producing an error. The stage it is supposedly failing on is assignteam however it does assign to the team and appears to get to the next stage but because the BPM fails it then doesn't carry on. Xmlmc method invocation failed for BPM invocation node 'stage-0ef24be4/flowcode-8c317731': 0200 apps assignTeam FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/assignTeam): nodeName: Invoke Flowcode: smNotification; nodeId: 23c81bf0-e5b1-451f-84ef-ce38d1007633; At 497/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::smNotification] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smNotification): nodeName: JavaScript Operation; nodeId: 5100fe99-d664-486e-808d-905baa68fdb3; At 164/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::smNotificationAssignmentTeam] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smNotificationAssignmentTeam): nodeName: Invoke Flowcode: smNotificationSendEmail; nodeId: 6cb73c6c-6c4b-4f69-a4fb-2e63fb62a2bd; At 363/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::smNotificationSendEmail] SyntaxError: Unexpected end of input" throw(e); _fc_node_exec_6cb73c6c_6c4b_4f69_a4fb_2e63fb62a2bd" throw(e); _fc_node_exec_5100fe99_d664_486e_808d_905baa68fdb3" throw(e); _fc_node_exec_23c81bf0_e5b1_451f_84ef_ce38d1007633 Thanks, Daniel.

Hi, We are trying to setup automated imports of our mobile device assets from CSV files however we are getting errors when running the import. I have followed the configuration advice on the wiki here https://wiki.hornbill.com/index.php/CSV_Asset_Import The first error we are getting is 'Could not get Asset Class and Type. Please check AssetType within your configuration file:EOF'. This is the AssetTypes part of the config file: "AssetTypes": { "iPad": "\\\\mkc-appsvrp02\\inventory$\\AndroidImportJob.csv", "iPhone": "\\\\mkc-appsvrp02\\inventory$\\iPhoneImportJob.csv", "Android": "\\\\mkc-appsvrp02\\inventory$\\iPadImportJob.csv" } It then proceeds to run through 63 records and says 'Unable to Search for Customer [<nil>]. We aren't linking assets to users so I haven't included any of those fields in the config file. Could anyone assist with these errors? Thanks, Daniel.